The focus of building a trusting relationship with customers takes time and patience…but what else? In a recent post from Brian Solis, he says that changing your company’s focus to the quality of the customer experience should be top-most on your list of company priorities.
Once in a while, we come across an experience where an employee might not seem 100% customer focused. Sure, they might be interacting with the customer…but are they listening? Hearing the input and feedback carefully, and having the employee interpret it properly will ultimately build a longer valued relationship with the customer. A process similar to this one takes some training and practice for employees, but it’s a great way for a company to change their tactics in grasping what is most valuable…not necessarily the product, but the people and the brand.
Similar to Tony Hsieh’s WOW customer experience…listen and give back 105% more than what they’ve expected. This will create a brand that is solid rock. My favorite quote in Brian Solis’ post that fully represents the real employee-customer relationship is:
“Customer-centricity begins with internal transformation and the willingness to adapt or create processes and programs that break down internal silos. It’s not just about communicating with customers; it’s about showing them that listening translates into action within the organization to create better products and services and also foster valuable brand experiences and ultimately relationships with customers. It’s also about empowering employees to improve those experiences and relationships in the front line and to recognize and reward their ability to contribute to a new era of customer engagement and collaboration.”
His words are powerful and completely true. What are some of your successful customer experience stories?
Post written by Julie Skowronek, Assistant Marketing Manager at Whiting Consulting.
Photo credit: Allbizanswers.com
Filed under: Entrepreneurship, Management, Workplace Tagged: | Brian Solis, business development, business model, business relationships, Customer experience, customer satisfaction, customer service, customer-centricity, employee engagement, employees, management, Small Business, Tony Hsieh, Zappos